Provide useful, descriptive, relevant information. This can be a tough one since people don't always know what's relevant, but think it through before you send your support request. If you are having trouble logging in, don't just say "MY EMAIL DOESN'T WORK HELP!!!!!!" Instead say "Whenever I load Entourage or Outlook and try to send an e-mail, the application gives me an error saying "HTTP ERROR: Message Failed". Any ideas why it's doing that? Thanks." That extra bit of information will help considerably and will reduce the number of back-and-forth emails between you and me.